HDI HD0-100 Online Practice Questions and Exam Preparation

HDI HD0-100 Online Questions & Answers

• Question 71:

  An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?

  A. The analyst calls the customer back to correct the information
  B. The analyst closes the call and moves to the next call
  C. The analyst has another analyst call the customer
  D. The analyst calls the customer back and blames the incorrect information on bad documentation
  A. The analyst calls the customer back to correct the information

• Question 72:

  What are three reasons for providing consistent service? (Choose three.)

  A. To ensure empathy to customer needs
  B. To guarantee professionalism
  C. To ensure a commitment to excellence
  D. To instill confidence in your customer
  B. To guarantee professionalism
  C. To ensure a commitment to excellence
  D. To instill confidence in your customer

• Question 73:

  Which three network outages should be assigned a high priority? (Choose three.)

  A. Customers report that they cannot receive credit card payments due to network connectivity loss
  B. Fifteen database developers have no network connectivity in their area of the building or floor
  C. A staff administrator reports the loss of Internet, mainframe, and e-mail access at his workstation within the last two hours
  D. One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing centre
  A. Customers report that they cannot receive credit card payments due to network connectivity loss
  B. Fifteen database developers have no network connectivity in their area of the building or floor
  D. One Ethernet segment is down with little to no data transmitting, and it is affecting a local marketing centre

• Question 74:

  You have little or no expertise with a product. While speaking in a confident tone, what should you do to provide effective support?

  A. Determine priority/severity and collect/document the appropriate information
  B. Escalate to a manager to reassign the call
  C. Set a call back time and tell the customer you will review the call with an expert
  D. Inform the customer of the product limitations you are aware of, but assure them they will receive support
  A. Determine priority/severity and collect/document the appropriate information

• Question 75:

  What are three benefits of a change management process? (Choose three.)

  A. Pro-active communication
  B. Timely notification to affected parties
  C. Documentation of affected systems and processes
  D. Timely problem resolution
  A. Pro-active communication
  B. Timely notification to affected parties
  C. Documentation of affected systems and processes

• Question 76:

  What is the number one goal of support services?

  A. To give technical support to anyone who calls
  B. To resolve all calls requiring technical support
  C. To obtain information for any questionsthat are asked
  D. To keep the customer performing at the highest level possible
  D. To keep the customer performing at the highest level possible

• Question 77:

  Which approach is preferable when responding to a customer?

  A. Use industry terminology to educate the customer
  B. Use vocabulary to match the customer's level of knowledge
  C. Use acronyms that are commonly used in the industry
  D. Use the simplest terminology that is understood by all levels of knowledge
  B. Use vocabulary to match the customer's level of knowledge

• Question 78:

  Which two organisational characteristics are typically found in a supportive workplace environment? (Choose two.)

  A. High adherence to policies
  B. Low employee turnover
  C. High employee morale
  D. Low superior-subordinate interaction
  B. Low employee turnover
  C. High employee morale

• Question 79:

  Which two are benefits of teamwork? (Choose two.)

  A. More buy-in
  B. Reduced flexibility
  C. Higher motivation
  D. Increased sympathy
  A. More buy-in
  C. Higher motivation

• Question 80:

  Which two are characteristics of unsuccessful teams? (Choose two.)

  A. Good team morale
  B. Lack objectives
  C. Independence
  D. Lack of ownership
  B. Lack objectives
  D. Lack of ownership